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1 month ago
10
It's the go-to broadband provider for millions of people across the UK.
But it appears that Virgin Media has suffered an outage this morning, leaving thousands unable to access the internet.
According to Down Detector, the problems started at around 7am BST, and affected customers across the UK.
Of those who reported issues, 48 per cent were with landline internet, 33 per cent with email and 20 per cent experiencing a 'total blackout'.
Unfortunately for the company, it comes just one day after customers complained of similar disruption to its service.
Customers once again took to X (Twitter) to complain about the latest issues on Tuesday morning, with one person simply saying 'Virgin media, really'.
Another person said: '@virginmedia Internet justcwent down. Tried using my virgin media status but got an error msg. Is there an outage in the SL4 area?'
A Virgin Media spokesperson told MailOnline on Tuesday: 'We are aware that some customers are experiencing issues with their broadband services this morning. We are working as quickly as possible to restore services and apologise to those affected.'
It's the go-to broadband provider for millions of people across the UK. But it appears that Virgin Media has suffered an outage this morning, leaving thousands unable to access the internet
According to DownDetector, problems started just after 6am BST Tuesday and are affecting more than 1,500 users across the UK
Around 9:40am Tuesday, a Virgin Media spokesperson said the issue had been fixed.
'Our technical teams have now resolved the issue that was impacting some customers’ broadband services earlier this morning,' the spokesperson said.
'We apologise for any inconvenience caused.'
Tuesday's outage affected even more customers than Monday's one – 1,500 compared with just over 800, according to Down Detector.
The tracking service gets network status updates from social media platforms, reports submitted to its website and other sources around the web.
Down Detector shows affected people all over the country, from London to Manchester, Liverpool, Nottingham, Cardiff and Edinburgh.
On Monday, Virgin Media said it had solved the original outage at around 2:30pm, but customers were still reporting problems after this.
One user said at 10:05pm: 'The Virgin Media Player app will not work. I have so much Love Island to catch up on but it crashes every single time.'
Customers once again took to X (Twitter) to complain about the latest issues on Tuesday morning, with one person simply saying 'Virgin media, really'
Of those who reported issues, 48 per cent were with landline internet, 33 per cent with email and 20 per cent experiencing a 'total blackout'
Tuesday's outage: Down Detector shows affected people all over the country, from London to Manchester, Liverpool, Nottingham, Cardiff and Edinburgh.
Another posted at 7:18pm Monday: 'And it's off again. Then back on again. What a joke.'
Virgin Media replied: 'We're very sorry to hear this has gone off again.'
It then urged the customer to search their postcode in their service status page to show 'any known area issues and provide an estimated fix time'.
It continued: 'If no area outages show, you can run a test on your individual equipment and service and arrange an engineer visit if required.
'If you need any further support or have any further questions, please pop us a direct message and we'd be happy to help.'
But the customer replied, saying: 'I've done that again. It's beyond ridiculous now. One minute, it says intermittent signal in the area, then it's telling me I need an engineer. What kind of circus are you running?'
Despite Virgin's official statements, it's unclear when the first outage ended and when the second one started, as a stream of complaints have been ongoing throughout the past 24 hours.
On Monday, affected Virgin Media customers headed to X (Twitter) to share their experiences, with one calling it an 'absolute joke'
Many complained that they're unable to access the Sky Sports app before England cricket's crucial match against India
Many customers complained of not being able to log in to their Virgin Media account. The telco said it is 'aware of an issue'
Another customer on X said early Tuesday morning: '@virginmedia - no email service since Monday 14th 1100 and login doesn't work for my account. Any news of a reliable service please?'
Someone else on Tuesday said: '@virginmedia How about checking your new website works properly before rolling it out. Tried adding a new card to pay the bill and when it directs you to confirm with your bank it won’t allow you to scroll down to use app. Tried it on 4 different devices. Another issue from VM.'
During Monday's outage, many Virgin Media customers were particularly angry yesterday because it came just before England cricket's crucial match against India.
As part of a £31 monthly package, customers can watch Sky Sports through their Virgin Media broadband subscription.
But Virgin Media login details were not allowing people to log in to the Sky Sports app, instead coming up with an error message.
People posted a screenshot of an error message they were seeing on their device, reading: 'Apologies, we can't load the page at the moment.'
Watching Sky Sports on the TV appeared to be working as normal, but many were thought to be relying on their laptop or phone to watch during working hours.
What causes a broadband outage?
A broadband outage is a problem with your provider’s network that causes you and others to lose internet connection.
Outages can happen on a small scale, like just in your own home, or it can be a wider issue affecting your entire neighborhood or region.
Causes include cyberattacks, equipment failure, or even big storms that damage infrastructure.
Another possible cause is human error - for example, construction workers might accidentally cut through a cable while working on a road or building.
There are also cases of vandalism where someone intentionally damages internet infrastructure.
More local outages, concentrated on a specific neighbourhood, could be a fault with internal systems run by the provider, between the provider’s broadband exchange and the cabinet on your street.
Alternatively, there may be overwhelming internet traffic in the area that is slowing performance.
Source: Uswitch/Race Communications
